The player from Germany is experiencing difficulties withdrawing her funds due to limited availability of payment methods. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy”.
Locowin Casino - Player’s struggling to withdraw her winnings.
Black points: 313
Amount: €3,500
Locowin Casino
Safety Index:Above averageSafety Index
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7.0
Locowin Casino has a Safety Index of 7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
10 months ago
Public
Public
1 year ago
Translation
I have received my credit since November 20th. Not.
I should verify my account and documents v. Send MYFINITY account.
But I have neither a MyFinity account nor a credit card. Just a regular bank account. I've said this a dozen times, but it's always just the standard saying.
Automatic translation:
Public
Public
1 year ago
Dear conny0805,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
Could you please advise if you have been informed about any alternative method to withdraw your winnings? Have you withdrawn any winnings from this casino in the past?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
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1 year ago
Translation
No, I wasn't told an alternative.
Withdrawals were almost exclusively via SEPA to my bank account, so I don't understand why it's not possible this time.
Automatic translation:
Public
Public
1 year ago
Translation
Today I received another email from Locowin that I should verify my MiFinity account.
I only used this account to deposit.
In addition, as already announced, MyFinity has deactivated the account and it cannot be reactivated.
What am I supposed to prove now?
It must be possible to refund MY 3,500 euros.
Writing from Locowin :
Thank you for contacting us.
Please note that you must send your documents via a secure link that you received in an email dated 12/25/2022.
It is written:
(We understand your situation and appreciate your feedback, but in order to continue with the verification process, you must send us proof of ownership of the MiFinity account to confirm that it belongs to you. Due to the requirements of our license, we must accept all payment methods that you have used, in order to be able to offer safe play, we ask you to provide us with the following payment methods, which you used to deposit 125 EUR in our casino on 09/29/2022: - Screenshot of your MiFinity account (k-***th@gmx.de): Your profile where we can see your name and email address.)
Please do not hesitate to contact us via email 24/7 or via live chat between 10am CET and 11pm CET if you require any further assistance.
Kind regards
Kornelia S*********
Edited by a Casino Guru admin
Automatic translation:
Public
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1 year ago
Dear conny0805,
Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of Locowin Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Locowin Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
